TeleWare Enhances Auto Attendant Application for SMBs

Published on 03/04/2008

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TeleWare, the provider of intelligent hosted and customer premises communication solutions, has announced the release of a new version of the intelligent Auto Attendant product that has been enhanced to meet the needs of small business and team workers.

The new release has been developed based on feedback from the market over the last twelve months. In this latest version of intelligent Auto Attendant, applications are created in a web-based environment, offering flexibility and providing a graphical user interface tool which is easy to use.

“Many of the features in our more advanced offering make it easy to manage multiple call flows for our larger customers which are not required by everyone. We believe that the simplicity of use further reduces the customer’s total cost of ownership and is another example of being able to act upon customer feedback and interaction,” explained Steve Haworth, CEO of the TeleWare Group.

Applications are constructed so that a pictorial view of your auto attendant ‘call flow’ is seen on screen. Functionality is built into blocks, each of which has individual functions. Each application is constructed by adding the relevant blocks.

Feedback indicated that, while the rich functionality and ability to create and modify call flows in house without having to involve an external developer were seen as a huge advantage, offering costs savings compared to alternative solutions, the need to train an administrator to setup and run the block-based testing and modification was a limiting factor due to time constraints and the skills available within some businesses.

“We have responded to this feedback by developing an enhanced front end that has been scripted to be simple and easy to use by front desk personnel,” added Haworth.

Accessed through a secure URL, the application provides a Tasks list which allows features and call flow applications to be modified. The application is pre-built with call flow building blocks such as ‘Welcome’, ‘Business Hours / Out of Hours’ and ‘Menu’ blocks and to add any additional blocks you need only to click the Add a new item icon. When new phrases are required, these can be played to any specified telephone number or downloaded and played through your PC speakers using your default media player (Windows Media Player, iTunes, RealPlayer, etc.).

intelligent Auto Attendant (iAA) allows the creation of simple auto attendant applications. Auto attendant functionality allows incoming calls to be automatically routed to individuals, departments, pre-recorded announcements, etc., according to the choice the caller has made. This system ensures incoming calls are processed quickly and efficiently without requiring operator intervention.

intelligent Auto Attendant is available immediately as an on-premise, hosted or managed service and through TT-Office and TeleWare accredited hosted and on-premise partners.